Member Experience Associate Bilingual Preferred

AAA offers a competitive compensation package and a collaborative work environment that values exceptional service to our members.

Benefits

• Great pay with opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending on position
• 401k matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Comprehensive benefits including medical, dental, vision, and wellness program
• Paid holidays
• Paid time off accrued monthly, with an additional 24 hours per year earmarked for volunteer activities
• Free AAA Classic Membership
• AAA product discounts
• Tuition reimbursement program

About the Role

The Member Experience Associate is primarily responsible for delivering outstanding service and value to our Members through genuine care, personal service, and meeting needs and expectations across multiple branch locations. This role is directly accountable for achieving individual sales targets while supporting overall branch success. The position rotates between branches depending on business needs.

Responsibilities

• Perform fundamental customer interactions including Member Services and product sales, with accountability for meeting individual sales goals.
• Demonstrate proficiency with AAA products and services, applying consultative sales techniques to uncover needs, present solutions, and close opportunities.
• Promote AAA products and services to Members to achieve individual and branch goals, reinforcing the value of Membership regardless of location.
• Understand and anticipate Member needs, identify and recommend relevant solutions, and adapt to each branch environment.
• Perform tasks related to all seven fundamental skills (Member Experience, Member Services, Concierge, DMV/MVD, Auto Travel, Unlicensed Insurance Services, Smart Home Security) as well as growth skills, depending on branch need.
• Ensure compliance with standard operating procedures and maintain operational excellence across all assigned branches.

Requirements

• High School Diploma or GED.
• 2-4 years of work experience, with at least 1 year in a sales role (required). Backgrounds in insurance, retail, hospitality, service industries, or call centers are highly valued.
• Strong customer service orientation, adaptability, and active listening skills to identify unmet Member needs in varied environments.
• Proven ability to meet or exceed sales goals, with strong communication and consultative sales skills.
• Proficiency with multiple computer systems and applications; ability to quickly adapt to varying system configurations or processes across branches.
• Demonstrated drive for results, effective communication, and teamwork.
• Willingness to travel, flexibility to cover shifts at multiple locations, and availability to work Saturdays.
• Bonding, fingerprinting, and P&C licensing may be required depending on branch needs.

Preferred Qualifications

• Demonstrated success working with defined sales standards and goals, consistently meeting or exceeding targets.
• Prior customer service experience.
• Bilingual in Cantonese or Mandarin.

Skills

• Customer Service: Professional and friendly attitude, problem-solving resolution, adaptability to different branch teams and Member bases, and ability to modify communication style for effectiveness.
• Sales: Strong sales skills with a proven ability to meet or exceed goals, active listening, adaptability, and consultative selling techniques.
• Technical: Proficient with multiple computer systems and applications; strong knowledge of AAA products, services, and operations.
• Operational Excellence: Ensures process implementation and compliance with standard operating procedures; drives efficiencies to meet objectives.

Schedule

• Flexible work shifts, including availability to work Saturdays.
• Regular travel between branch locations required.

Pay

Starting hourly rates vary by region, ranging from $23.00 to $26.95. This role is subject to an incentive plan that includes commissions, with most employees earning between $270 and $3,500 in incentives annually, contingent on performance.

Working Environment / Physical Requirements

• Works in a variety of branch office environments, including standing, walking, or sitting at a desk, table, or computer workstation for extended periods.
• Approximately 50-80% of time spent using a personal computer or video display terminal.
• Physical requirements include standing, sitting, bending, and lifting (up to 15 pounds).
• May travel by car, plane, or other forms of transportation to attend business meetings.